Building reception: the reception team at every property is authorized to receive and log complaints immediately.
1.2 Handling Process
Stage
Timeframe
Complaint logged and reference number issued
Immediately
Acknowledgment and first contact
Within 24 hours
Resolution
Within 3 business days
Escalation to senior management (if unresolved)
Within 5 business days
1.3 Our Commitments
Full confidentiality: all complaints are handled confidentially and never affect the level of service a guest receives.
Follow-up: the complainant receives updates until closure and is surveyed on satisfaction with the resolution.
Financial complaints (refunds, billing) are routed to Finance and resolved under the refund policy above.
Suggestions: guest suggestions are welcome via the same channels, reviewed monthly by Operations, and guests whose suggestions are implemented are acknowledged.
